Sean Litalien
Education Committee @Contact Center Ai Association
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WORK HISTORY
Education Committee @Contact Center Ai Association
Our mission is to build community among CX practitioners seeking to improve their operations with AI. We prioritize education on the responsible use of AI while improving customer and agent experience.Industry Education & Thought Leadership Attend monthly Education Committee Sessions Vote on topics for industry education focus -CX, AI Strategy, Customer Experience Impacts, Responsible AI, etc
EDUCATION
Colby College
BA, Administrative Science
SKILLS
ABOUT SEAN LITALIEN
Accomplished operations leader with more than 15 years of experience scaling global service delivery, customer experience, and back-office operations across SaaS, healthcare, telecom, and FinTech. Recognized for ability to transform organizations by blending customer-centric strategies, disciplined process improvement, and innovative use of technology to achieve sustainable growth.Currently serving as Director of Operations for Sono Bello’s Patient Ambassador Center, a fully remote, omnichannel contact center managing over 7 million annual interactions. In this role, I have built specialized teams, deployed AI-powered analytics for quality and workforce management and weighed outsourcing strategies that balance cost efficiency with compliance and brand protection.I spent over a decade with Sage Outsource Solutions, where I directed global support operations for Fortune 500, SaaS, and FinTech clients. There, I pioneered an early customer success model that extended client subscription lifecycles by 4.6 months and drove a 16% annualized revenue lift (~$4.8M). My dual experience leading both BPO operations and internal enterprise teams provides a unique perspective in enterprise success, internal operational excellence, vendor strategy, outsourcing ROI, and partner accountability.Beyond operational leadership, I am 2025 Featured Contributor for ICMI, publishing thought leadership on the future of customer operations, workforce management, and leadership in the age of AI. I earned my Bachelor of Arts in Administrative Science from Colby College in Maine. I am a passionate advocate for developing people and modernizing operations and continue to drive innovation and excellence in every role.
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